KENE EZEKWUEME

• Monitored business and process metrics to measure and manage customer service effectiveness.
• Exceeded performance targets by 40% through effective reviewing of resource and workload.
• Trained, led and motivated a team of 20 customer service reps to deliver customer service excellence on financial product and services.
• Employed evaluation and time management skill to monitor, identify and implement best practice to ensure efficient communication with customers.

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• Managed teams by overseeing hiring, training and professional growth of employees.
• Nurtured positive customer relationships to increase satisfaction and loyalty.
• Liaised with marketing teams to identify new audience and business opportunities.
• Conducted customer surveys and recommended ways of improving customer satisfaction.
• Monitored customer activity to recognise account growth possibilities.

• Implemented personal development programmes to enhance staff capabilities and satisfaction.
• Planned staff rotas to meet customer needs whilst remaining under budget.
• Sought customer feedback and applied data to inform service-level improvements.
• Communicated courteously with customers by telephone and email.
• Took ownership of escalated customer issues and followed through to resolution.
• Leveraged strong product and service knowledge to assist customers and resolve issues.

• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Assisted customers with varying questions using product knowledge and service expertise.
• Answered customer telephone calls promptly and improved on-hold wait times.
• Handled phone, email and social media enquiries with consistent customer service across multiple channels.